During this stage, your role is to help the participants to move towards a position where they start to understand each other’s point of view, and can then begin to resolve a shared problem.

One way to do this is to think of it as moving from a focus on the past to one on the future. It can also be helpful to use paraphrasing and summary in neutral terms to help the participants identify areas of agreement, and to check understanding. It’s extremely powerful to reflect feelings back to the participants, as it shows both that they have been heard.

Don’t be afraid to suggest a break for coffee or a walk outside, or even an adjournment to another day if you think things are getting a bit heated. ‘Time out’ is a valuable reflection opportunity for everyone.